Experienced Manager

CATHERINE L. SANDERS

*** *** ***** *****, *******, CA 94518

HM-925-***-**** CELL-925-***-****

SKILLS AND EXPERIENCE

MS Office including Word, Excel, Access, PowerPoint, Outlook, Project Management, Data Analyzer, Visio and SharePoint

Lagan – ECM, VO, Configuration Avaya – CMS Supervisor Risk Control Tracking System

Remedy /AR System User/Admin/PAC2000 Adobe WorkFlow Crystal Reports

Communicating Effectively - HD Institute CC Modeler – Professional SQL/Report Writing – Tandem

Effective Management Skills Course People Synergistically Involved – PSI

HILLCREST VISTA HOMEOWNERS ASSOC (12/17/09 – 3/15/10)

2009 to 2010 Association Manager – On-site Antioch, CA

• Responsible for daily operation of on-site office including maintenance department consisting of 4 employees. Very familiar with Sterling-Davis Act.

• Took owner calls, received fees and dues, issued keys and resolved common area issues.

• Reviewed, coded and approved incoming invoices for weekly/monthly expenses.

• Prepared monthly budget review along with collection statuses for Board of Directors and Homeowners.

• Prepared yearly budget projection for Board of Directors.

• Prepared payroll on a bi-monthly basis.

ACS – Contract (6/15/2009-10/14/2009) Fairfield, CA

2009 to 2009 Business Analyst – Solano County 311 Call Center

• Gathers and documents needs of the business units at the county/city level through research, interviews, process flow diagrams and other tools/documentation.

• Responsible for software configuration development and changes through testing to meet identified needs of business units.

• Responds to and collaborates with business units to address requested changes to configuration and/or process flows.

WELLS FARGO BANK – Contract (1/9/2009-5/30/2009) San Francisco, CA

2009 to 2009 Business Systems Consultant – Technology Help Desk Call Center & Order Desk Call Center

• Developed and implemented call monitoring program for each call center (Help Desk and Order Center)

• Analyzed each call center Agent over a two month period

• Recommended next development steps for each Agent

• Recommended additional programs that will assist in creating a positive customer service experience.

• Developed and wrote procedures documents for all statistical report (weekly, monthly and yearly).

BANK OF THE WEST (2004 – 12/2008) Walnut Creek, CA

2006 to 2008 Business Analyst

• Responsible for preparation and analysis of new and existing processes including evaluation, recommendation, business requirements, test scripts, testing through final install and training of staff.

• Completed project life cycle on 3 new processes and 10-12 existing processes during the past 18 months.

• Provide feedback on test results: enhancements, new systems

• Work with technical staff to identify best overall solutions for the department.

• Prepare DPRs and ISRs for submission to appropriate department. Provide additional information and follow-up until completion.

• Created and programmed in MS Access, the Fraud database including entry screens and reporting. Created training material and trained a staff of 5.

• Revised and condensed 66 Sarbanes Oxley controls.

• Participated in special projects.

2005 to 2006 CPS Operations/Project Manager/ Business Analyst

• Managed the day-to-day operation of 4 Teams encompassing approximately 52 employees.

• Analyzed current systems and procedures for process improvement, made recommendations and implemented changes.

• Business liaison involving IT project teams on small to mid-size projects that effected the department.

• Wrote test plans, performed and oversaw testing of modifications to existing programs along with newly developed software.

• Developed and wrote procedures. Worked with Trainer to ensure staff was fully trained.

2004 to 2005 CPS Call Center Supervisor

• Managed the Direct Servicing Branch and Customer Service Call Center consisting of 12 representatives servicing 10,000+ calls a month.

• Responsible for all escalated issues from Branches, Customers and Vendors.

BANK OF AMERICA - HOMEFOCUS SERVICES- Call Center Concord, CA

2001 to 2004 Customer Service Manager

• Administered the day-to-day operation of HFVS Call Center consisting of 2 team leads, 15 associates and 14 temporary staff servicing 50,000+ calls a month.

• Responsible for all escalated issues from National Loan Centers, Banking Centers and Appraisers.

• Participated in Six Sigma/Green Belt project providing data and plan for certification.

GLOBAL LOGISTICS VILLAGE, INC San Ramon, CA

2001 to 2002 Training Coordinator/Customer Service Manager

• Coordinated Internet training of Supply Chain Management ISP for buyers, suppliers and vendors.

• Coordinated technical assistance for 359 Vendors.

• Researched potential business customers via the Internet.

• Maintained sales call database.

• Responsible for follow-up on all sales calls.

CIGARETTES CHEAPER Benicia, CA

2000 to 2001 Help Desk Analyst//Manager

• Administered the day-to-day operations of two call centers consisting of 25 employees.

• Provided leadership in procedures, training, testing of new programs, program documentation and product ordering to 750 retail sites throughout the Unites States.

PROVIDIAN FINANCIAL - FIRST SELECT Pleasanton, CA

1997 to 2000 Project Manager/Change Control Analyst (Collections/Bankruptcy)

• Developed and programmed the Change Control process using MS Access.

• Administered the change control process for all software, hardware and other component installs through an MS Access database and MS Project.

• Responsible for working with third parties before and after purchase of accounts; scrubbing data, ensuring status of accounts and integrating data file.

• Worked with user groups in directing the preparation of testing and installation of new software.

• Acted as the Business Liaison between user groups and IS Teams to ensure complete understanding of projects.

1995 to 1997 Help Desk Administrator/Software, Hardware Analyst/Supervisor

• Administered the day-to-day operation of the call tracking software system Remedy-AR including service level agreements.

ROSS STORES, INC. (1989 - 1995) Newark, CA

1990 to 1995 Help Desk/Systems Project Analyst/Supervisor

• Provided leadership to 15 employees in maintaining systems, procedures, training and program documentation for 400 retail sites and 4 corporate offices.

1989 to 1990 Executive Secretary to Vice President of Merchandising & Buying

• All secretarial functions including but not limited to word processing, transcription, maintaining itineraries, purchasing and vendors coordination.

• Responsible for developing and maintaining the $500,000+ yearly budget using various tools including MS Excel.xperien

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